Incident Manager

Company Description
**About Us**

People join Leidos Australia for many different reasons. The interesting projects. Supportive and open-minded colleagues. The opportunities to develop. What unites us is the fact that everything we do benefits and safeguards Australia in some way. We’re proud of our Mission to make the world safer, healthier and more efficient, and every Leidos team member has a valued role to play - to Be the difference.

**Job Description**:
**Your New Role**

Looking for a new and challenging opportunity within a dynamic and supportive team? Do you love facilitating end to end Incident Management processes in a multi service provider support environment? Come join us on the Centralised Processing (CP) program within the Department of Defence with training aligned with your role and career path to take your career to the next level.

Our team works in a very fast paced environment where we work through and overcome unique challenges in order to excel at delivering client outcomes. We are seeking dedicated, passionate and resilient individuals, who take pride in their work and strive to make a difference. In return, we will recognise your talents and abilities and assist you to be your best, both personally and professionally. Working alongside a team of people with varying levels of industry experience, routinely interacting with all levels of management and engaging with technical SMEs across a broad range of disciplines you’ll have all the resources at your fingertips to reach your full potential.

**Key activities include**
- Chair Conference calls with relevant technical resources and other key stakeholders to orchestrate resolution of the incident.
- Liaise with internal and external stakeholders, ensuring they receive appropriate communication
- Keep track of progress against incident SLA's
- Ensuring all Incident cases and records are accurately maintained and are of quality in content
- Continuous improvement of Standard Operating Procedures (SOP’s) to assist in day to day running of the incident process
- Complete Post Incident Reports

**Qualifications**:
**About You and What You'll Bring**
- Experience within an IT service desk environment
- A demonstrated ability to work autonomously and a strong commitment to working harmoniously within a team to achieve positive results
- Excellent verbal and written communication skills to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed network.
- Strong customer service focus with the ability to empathise as well as prioritise
- Experience as an escalation point for queries and more complex calls, incident management and fault reporting, including logging, escalation and coordination with team members and other IT support areas.
- Ability to develop and maintain productive internal and external relationships, partnerships and networks
- ITIL V4 Certification or higher highly regarded but not essential

**_ This role does require the _**_successful applicant to be an Australian Citizen and hold a current Defence NV-1 (With the option of uplifting to an NV-2 security clearance)._**

Additional Information
**What You'll Love**

Over the last year, we have successfully adapted our approach to enable everyone - whether working remotely from home, an office or a customer site - to continue to be collaborative, productive and, above all, safe and healthy. We proudly embrace diversity and support our people at every stage of their Leidos journey in terms of inclusion, accessibility and flexibility.

At Leidos, you will be valued, included and supported. So if you are open-minded and keen to Be the difference, we look forward to welcoming you.
- Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. In certain circumstances this can place limitations on persons who hold dual nationality, permanent residency or are former nationals of certain countries as per ITAR 126.1._